In the era of mobile Internet, the importance of providing customers with high-quality and extreme products and services is becoming increasingly prominent. Omni-channel enhancement of customer experience has also become the key for operators to build differentiated competitive advantages.
This new service mode impacts the traditional customer service and operation management of operators. In order to effectively improve customer service quality and effectively optimize customer perception, operators put forward higher quality requirements and service objectives for their own products and services. Especially for the super large customer business with wide geographical distribution and massive data generation, it is urgent to build end-to-end service support capability of the whole network, and provide pre-sale, in-sale and after-sales integrated efficient operation and maintenance support solutions for its business development, so as to achieve a higher level leap in service quality and customer satisfaction.
To solve the pain points of key account management and operation, the carrier's customer management system needs to be capable of flexibly providing customized service content and service perspectives for different business scenarios and support groups:
For customers, it provides transparent display of service opening process, end-to-end presentation of resource information, real-time release of reinsurance situation and active push of networking topology.
Management-oriented, easy to view the operation index of key customers in the whole network, easy to manage core customers with one key;
For account managers, realize intelligent and self-service resource verification, agile customer response, simple and transparent opening process tracking;
Oriented to operation and maintenance, it provides escort guarantee for end-to-end operation and maintenance of services, realizing the visualization of faults in the whole process, service reprotection, optical cable cutting, and real-time alarm tracking in the whole process.
As a senior software service provider, ZTE SoftCreate has been deeply involved in the communication market for many years, and has created a complete set of "Customer service management platform" (hereinafter referred to as CSMP Platform) for the development and service improvement of operators' customers. The platform is equipped with the capabilities of service opening, resource management, alarm monitoring and basic data construction in the operation process, helping operators to provide group customers with a full set of solutions including stable and efficient service opening, resource management, customer service capability advance, and customer perception improvement. In addition, the platform solution not only supports accurate analysis and management of customer network resources, invigorates the whole network of customer network resource information, but also provides intelligent management means for the whole sales cycle for account managers and improves sales efficiency.
"Customer first, experience is king", the construction of CSMP platform will provide customers with efficient collaborative office capacity, realize self-service customer service, convenient service mode, superior product perception and experience, and form brand economies of scale. Zte Softran is committed to continuously improving the quality of communication products and platform service capabilities to help operators further strengthen the support level of key customer service.
